Emerging best practice

Plan

Clarity from the outset about the business outcomes that are most critical to service users, and that government cares about.

Encourage suppliers to plan for outcomes that really matter. This should align with contract incentives, but does not always.

Set timetables that are clear and agreed.

Use contract provisions that promote continuous improvement and innovation.

Work together

Clearly and consistently communicate to suppliers what really matters through progress meetings, site visits, and information requests, to improve contract compliance and ensure outcomes achieved.

Work closely and flexibly with suppliers through progress meetings to ensure that service is in line with the contract.

Explicitly manage any trade-offs required to deliver the outcomes that matter.